Refund policy

Last updated: 17 June 2026

This Returns & Refunds Policy applies to all orders placed on Celuxius within the United Kingdom. At Celuxius, we want you to be genuinely happy with every purchase. If something is not right, we will work to resolve it fairly and without unnecessary delay. By placing an order with us, you agree to the terms outlined on this page.

1. Your Statutory Rights

Nothing in this policy limits or replaces your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason, and to receive a full refund. Our voluntary 30-day return window goes beyond this legal minimum as a goodwill commitment to our customers.

2. Return Period

We accept returns within 30 days of the delivery date. This includes:

  • Days 1–14: Your statutory cancellation period under the Consumer Contracts Regulations 2013. You are entitled to a full refund with no questions asked.
  • Days 15–30: Our voluntary extended return window. Returns are accepted provided the item meets the eligibility conditions set out in Section 3 below.

Returns requested after 30 days of delivery will not be accepted unless the item is faulty or not as described, in which case your rights under the Consumer Rights Act 2015 continue to apply.

3. Return Eligibility

To be accepted for a return, items must meet the following conditions:

  • Unused, undamaged, and returned in their original packaging
  • All accessories, components, and labels included
  • A valid proof of purchase provided (order number or confirmation email)
  • Returned using a trackable delivery service

Please contact us before sending anything back so we can provide the full return and packaging instructions. Returning without contacting us first may cause processing delays, though this does not affect your statutory right to cancel and receive a refund.

4. Non-Returnable Items

The following cannot be returned or refunded unless they arrive faulty or not as described:

  • Custom-made, personalised, or made-to-order products
  • Gift cards
  • Items damaged or modified by the customer after delivery

5. How to Request a Return

To begin a return, email us at support@celuxius.com with the following details:

  • Your order number
  • The reason for your return
  • Clear photographs or video if the item arrived damaged, defective, or incorrect
  • Your full name and delivery address

We will review your request and respond within 24 hours with confirmation and return instructions.

6. How Returns Are Sent Back

All returns are sent by mail only.

Items must be sent back using a trackable courier service of your choice. 

Please retain your proof of postage until your return is received, we cannot accept liability for items lost in return transit.

7. Return Shipping Costs

  • Faulty, damaged, or incorrect items: We will cover the full return postage cost and issue a complete refund or a free replacement, as per your choice.

  • Change of mind or customer-initiated returns: Return postage cost is the customer's responsibility. A full refund of the item price will be issued once the return is received and inspected. 

  • Restocking Fees: We do not charge any restocking fees.

8. Refund Processing

Once your returned item is received, we will inspect it and notify you of the outcome by email within 3 business days.

  • Refund Processing Time: Approved refunds are processed within 10 business days of approval. 
  • Refund Method: Refund will be issued back to your original payment method used at the time of purchase. Your bank or payment provider may take a few additional days to process the credit.

If you have not received your refund within 10 business days of our approval email, please take the following steps before contacting us:

    • Check your bank account or payment method balance again, credits are not always immediately visible
    • Contact your bank or card provider directly, as processing times vary and there may be an internal delay on their end

If you have completed the above steps and your refund has still not appeared, please contact us at support@celuxius.com with your order number and we will investigate promptly.

  • Declined returns will be explained in writing with the specific reason given. We will contact you to arrange return of the item if applicable.

9. Damaged Goods

Please inspect your order as soon as it is delivered. If an item arrives damaged in transit, has a manufacturing defect, or is not what you ordered, contact us at support@celuxius.com within 48 hours of delivery. Please include your order number and photographs or video of the issue. We will offer you a full refund or a replacement at no cost, whichever you prefer.

10. Exchanges

If you would like a different product, size or colour, please reach out to us and we will be happy to assist you with the exchange.

11. Order Cancellations

You may request a cancellation within 24 hours of placing your order, provided it has not yet been dispatched. Cancellations of unshipped orders will receive a full refund with no deductions. To cancel, email support@celuxius.com with your order number as soon as possible.

Once an order has been dispatched, you are welcome to return the item once it is delivered under our standard returns process.

If a delivery fails due to an incorrect or incomplete address provided by the customer, or if a parcel is refused or left uncollected, the item will be returned to us. In these cases, the cost of the original outbound shipping (if applicable) may be deducted from the refund. No additional fees will be applied.

12. Updates to This Policy

This Returns & Refunds Policy may be updated periodically to reflect changes in our processes or applicable UK legislation. The date at the top of this page reflects the most recent revision. We recommend reviewing this page before placing an order if you have any questions about our current returns terms.

13. Contact Us

If you have any questions about returns, refunds, or your order, you can contact our customer service team using the details below or through our contact form.

Email: support@celuxius.com
Phone: +44 7348 956178

Customer Service Hours:
Mon–Fri: 9:00 a.m. – 5:00 p.m. (GMT)
Sat: 10:00 a.m. – 4:00 p.m. (GMT)
Sun: Closed

We aim to respond to all enquiries within 24 hours during business days. Enquiries received on Sunday will be answered on Monday.